If you're looking for a quick read that offers truly unique perspectives on customer service, Mark Sanborn's The Fred Factor is just the ticket. Based on Mark's experiences with his postman, "Fred", he outlines what outstanding attention to the customer is all about. The book is broken down into four sections:
- What it takes to be excellent at customer service
- How you become a "Fred" and provide outstanding service
- How you can develop those around you into "Freds"
- How to love service to the point of it becoming a lifestyle
This book is straightforward and relatively short so the busy stay-at-home mom or commuting executive will find it a good fit. I usually mark pages where a good quote stands out and without exaggeration, I would say that every 2-3 pages is folded over!
One of the real strengths of the book is Mark's truly original perspective on service. As a professional public speaker, it would be easy to use stories from Zig Ziglar or someone else but Mark is creative, keeps things moving and by the end of the book, you want to serve others better and more often. That's what I call a success.
The Bottom Line: The Fred Factor receives 5 out of 5 halos
One Final Thought
Mark Sanborn is a value-centered individual who provides an excellent product (public speaking and written materials) without sacrificing his own sense of customer service. I've received numerous emails from Mark over the past year when I've linked to his website. Looks like he practices what he preaches!